Support

You should be able to find all the answers to your questions, whether they are general trading queries or specific queries about our trading platforms. An interactive customer service hub where you can search for specific keywords or by relevant topic. We are consistently updating our answers so keep checking in for all our up to date support.

My Card payment is being declined why is this?

When making a deposit the card being used must have the same registered address as the address which we hold for you. If the addresses are the same and this is the first time you are using this card with us we would advise that you contact your bank to inform them that you are planning on making a deposit with us. On occasion banks will decline the initial deposit in order to complete a security check with the card holder.

Once you have contacted your bank they will remove the block and you should then be able to process the transaction successfully.

Where to find your overall profit or loss on a position

This will depend on the trading platform which you are using;

ETX TraderPro

​

Look for the ‘Open Positions’ tab on the lower half of your screen. You will see a list of your current positions, including the date and time they were opened, the quantity ‘bought’ or ‘sold’, the margin reserved and the price of the product in question at the open of the trade as well as its current price.

The ‘P/L’ column next to it shows the current level of profit or loss. If the trade is currently in profit, the amount shown will be in white. If the position is currently trading at a loss, the figure will be shown in red. On the right there are buttons giving the trader the option of seeing a product chart, creating a new alert, trading further on the product in question, or closing the trade.

ETX Binary

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Look for the ‘Open Positions’ tab on the lower half of your screen. You will see a list of your current positions, including the option type, the asset in question as well as the time the position was opened and the price at which it was opened, the amount put into the trade, its current status and a clock counting down to its expiry time.

It then shows you the current pay-out you can expect if the trade remains in its current position – and in some cases, you’ll also see the amount and percentage you’ll receive if you choose to close the trade early, which you can do by clicking either the ‘buy’ or ‘sell’ button on the right hand side of the open trade.

ETX MT4

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The open trades can be found in the terminal window of the MT4 platform. This is most often found if you look at the bottom of the screen. Should it not be visible on your platform the terminal window can be added to your view by clicking 'view' in the menu at the top. By selecting the 'trade' tab you are able to see your open trades, as well as your current account balance.

You will see the relevant details of your trades (time opened, type, size, symbol, price). You can click on a specific trade and a window will open, giving you options which include allowing you to close the trade.

My charts are not working, why is this?

If you're using Google Chrome , one reason why your charts may not be working could be because your pop up blocker is restricting your access. You cannot launch a chart in a new window whilst using Google Chrome due to Chrome interpreting the launch of the new window as a pop up advert, thus blocking it.

To prevent this please complete the below steps:

Click the menu button in the top right corner of the Chrome browser.

Select options to generate a new tab

Click Under the Hood

Click Content settings followed by selecting Manage Exceptions which is within the Pop-ups section

Payment security

We use the internationally accepted security protocol 3-D Secure which is designed to be an additional security layer for online credit and debit card transactions by using XML messages sent over SSL connections with client authentication. The protocol operates automatically and in most instances clients are asked to confirm the transaction by adding a password or a code provided via text message by the Issuing Bank.

Why has my withdrawal request been cancelled?

There could be several reasons for cancellation, we will email you at the point of cancellation to confirm the reason. Please check you email account for details and check you junk mail if you are unable to find an email from ETX Capital.

How do I install MT4 on my MAC?

Please follow our step by step download guide​ below.

The following user guide has been published by MetaQuotes Software Corp. on 2 July 2012:

Introduction

Apple products have become very popular. MetaQuotes Software Corp. attentively follows the progress of the IT industry and has already released the special mobile applications for iOS-based devices - MetaTrader 4 for iPhone and MetaTrader 5 for iPhone.

There are many topics on the MQL4.community forum, where people are seeking a solution for running MetaTrader 4 under the Mac OS operating system. In this article, you will find out how to work in MetaTrader 4 via the Apple's popular operating system.

Installing Wine on Mac OS

Wine is a free software that allows users of the Unix-based systems to run an application developed for the Microsoft Windows systems. Among all the Wine versions there is one for Mac OS.

Note that Wine is not a fully stable application. Thus, some functions in the applications you start under it may work improperly or not work at all.

For the installation on Mac OS we recommend to use the free application PlayOnMac. PlayOnMac is a Wine-based software for easy installation of Windows applications on Mac OS.

PlayOnMac Installation

To install PlayOnMac, open the product's official web site, move to Downloads section and click the link for downloading the latest version.

After downloading the DMG package, launch it from Downloads section of your system:

PlayOnMac first launch window will appear. After clicking "Next", the installer will start checking and installing the various components necessary for work.

The first necessary component is XQuartz. This is a software for using X Window System on Mac OS. X Window System provides standard tools and protocols for building the graphical user interface in Unix-like OS.

If you have already installed XQuartz or want to install it later, select "Don't install XQuartz for the moment" or "I've downloaded file by myself", respectively.

XQuartz installation is performed in several stages. First of all, you should read the important information (Read Me) and accept the license conditions.

Before the installation, Mac OS security system will ask you to enter your account's password:

Wait for the installation to complete. For changes to take effect, you should restart your PC.

After restarting the system, launch PlayOnMac again from the setup file in Downloads folder. The first launch window will appear again. This time, the installer will offer to install MS Windows fonts necessary for correct operation.

Accept the license agreement conditions and wait till the installation is complete. After that, PlayOnMac is ready for use. Its main window will appear:

Updating Wine

Wine v. 1.4 is installed together with PlayOnMac. Wine 1.4.1 is the latest stable version at the moment. Wine 1.5.21 beta release containing many improvements is also available for download. However, it may be less stable. It is recommended to install the latest version of Wine.

To upgrade Wine to the latest version, open PlayOnMac upper menu and select Manage Wine Versions:

The window with Wine versions available for installation will open. Select the latest version (1.5.21 at the moment).

Move the latest Wine version to the right side of the window. The installation will start.

After the installation is complete, the new version of Wine will appear in the left part of PlayOnMac Wine versions manager window. You can then close the window and install MetaTrader 4 trading terminal.

Conclusion

In this article we described a fast and easy way to run the most popular application for Forex trading in Mac OS. We hope that this article, or - to be more precise - the comments to it, will become a good place for accumulating useful information about running MetaTrader 4 under this operating system.

Disclaimer:
ETX CAPITAL IS NEITHER THE AUTHOR OF THE USER GUIDE ABOVE NOR THE PROVIDER OF ANY SOFTWARE PRODUCT DESCRIBED IN THE USER GUIDE. ETX CAPITAL MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND IN RELATION TO THE USER GUIDE AND THE SAFETY, SUITABILITY, LACK OF VIRUSES, INACCURACIES, TYPOGRAPHICAL ERRORS, FITNESS FOR A PARTICULAR PURPOSE OR OTHER HARMFUL COMPONENTS OF ANY SOFTWARE PRODUCT DESCRIBED IN THE USER GUIDE. THERE ARE INHERENT DANGERS IN THE USE OF ANY SOFTWARE, AND YOU ARE SOLELY RESPONSIBLE FOR DETERMINING WHETHER ANY SOFTWARE PRODUCT DESCRIBED IN THE USER GUIDE IS COMPATIBLE WITH YOUR EQUIPMENT AND OTHER SOFTWARE INSTALLED ON YOUR EQUIPMENT. YOU ARE ALSO SOLELY RESPONSIBLE FOR THE PROTECTION OF YOUR EQUIPMENT AND BACKUP OF YOUR DATA, AND ETX CAPITAL WILL NOT BE LIABLE FOR ANY DAMAGES YOU MAY SUFFER IN CONNECTION WITH USING OR MODIFYING ANY SOFTWARE PRODUCT DESCRIBED IN THE USER GUIDE. IN NO EVENT SHALL ETX CAPITAL BE LIABLE TO YOU FOR DIRECT, INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF USE OR DATA, ARISING OUT OF THE USER GUIDE AND/OR THE USE OF ANY SOFTWARE DESCRIBED IN THE USER GUIDE AND ITS DOCUMENTATION.

I am having difficulties applying online for an account.

Can I have more than one account with you?

Clients can hold more than one account with us, for example one account for each trading platform we offer. You can hold up to five live accounts with us, any additional accounts required would need to be reviewed by our compliance team.

To create an additional account please log into your existing trading platform. Once logged in go to the 'Profile' section where you will be able to sign up for additional accounts.

Existing Accounts

I cannot see all markets on my MT4 platform.

In order to display all of the markets on your MT4 platform please click in the 'Symbol' box on your platform, please then Right Click your mouse, select 'Show All' and the full list of markets available will appear.

How to place a trade

In order to place a trade, you will first need to be authorised by ETX Capital (as a company which is authorised and regulated by the UK Financial Conduct Authority, client verification is needed before trading can commence). Once authorised, you will need to log-in and fund your account.

After that, it depends on the platform which you’re using;

ETX TraderPro

Select the product which you want to trade and click the ‘Trade’ button on the right hand side.

A trading ticket should open up, showing you the current levels at which you can either ‘buy’ or ‘sell’ the product, as well as allowing you to set the amount which you want to trade.

Once you are happy with the amount, click on the red button to ‘sell’ that product or the blue button to ‘buy’ it.

ETX Binary

Clicking on the product you want to trade on automatically opens the trading ticket for the product in question.

Depending on the nature of the Binary option, you should see either ‘Call’ and ‘Put’ buttons or equivalent Up or Down buttons with numbers changing depending on the current price of the product.

You will also see a drop-down box which may give you a choice of expiration time for the trade. You will also be able to input the amount which you want to place on the trade – the pay-out calculator will show you your potential pay-out should your trade be successful.

When you are ready, click on the ‘Invest’ button to place the trade.

ETX MT4

Click on the ‘New Order’ button in the top trading bar.

A new window will open. You can select the item you wish to trade by clicking on the ‘Symbol’ drop-down tab, as well as also selecting the amount you wish to trade and potential levels at which you want to insert a stop loss or take the profit.

You will then be able to either ‘Sell by Market’ (the red button) or ‘Buy by Market’ (the blue button).

The company’s Binary trading platform offers a wide range of binary options for traders to take a position on, with high/low, pairs and long-term & short-term options available.

If you would like to create addtional accounts with us for one of our three platforms you can log into your existing account and and do this from the 'Profile' section of the side panel.

If you open an account with us for one of these platforms and subsequently wish to also trade on another of our platforms, please email the customer service desk on customer.service@etxcapital.com. Having already been through the security process when previously registering, other platforms should be accessible to you.

What are the rates displayed in the trading boxes?

Rates are quoted prices of assets. Note that rates offered by us are not always reflective of exact market prices and can vary up to a few pips. The rates we present in the trading boxes on our home page are those at which we are willing to sell the options for.

How do I open a Meta Trader 4 account?

If you have an account with us already you can simply login and select the 'add MT4 account option' alternatively if you are not an account holder please click 'Apply now' and select Meta Trader 4 as your platform.

Do you charge for withdrawals?

ETX Capital will offer each client five withdrawals for any amount over $100 within each calendar month without a processing fee. However, due to fees ETX incurs in processing the withdrawals by the banks, clients who withdraw funds more than five times in this period will incur a charge of $10 for each successive withdrawal – clients will not be charged retroactively for the previous five.
Kindly note that withdrawals below $100 will also be charged $10. Clients will be charged only once if their withdrawal meets both of the above criteria.

Colours of the rates on our trading platform

How to convert your currency balances

Daily currency trades are converted into your default currency after midnight (around 02:00 GMT) between Sunday to Thursday. Should you wish for your currency balances to not be automatically converted, you will need to let us know in advance and then contact us each time you would like any balance converted.

Do you offer promotions?

I have forgotten my username and/or password.

In order to obtain your login credentials please visit the ETX Capital login page. You will then need to click on the ‘Forgotten?’ button next to the username or password box in order to retrieve your information.

How to place an Order to Open

What are Binary options?

Binary trading generally gives traders the chance to choose between two different possible outcomes for a specific product (in its most common format, whether a given product will increase or decrease in value); although in practice someone trading binary options will have the ability to make further choices regarding the outcome of their trade. Unlike many other forms of trading, with Binary Options you cannot lose more than you put down on a trade, with the potential risk/reward clearly being stated prior to the beginning of the contract. That being said, it is possible to close a trade before its given expiry time, with the profit or loss level consequently higher or lower than originally expected.

How do I appoint a Power of Attorney?

What documentation will I need to produce to arrange for payments to a different source?

ETX Capital will only make a repayment to a difference source if payment to the original source is not possible. Once ETX Capital has determined that it is not possible to return to the original source our Customer Service team will contact you to explain the documents required.
Please ensure that your account contact details are up to date so that the contact process is not delayed.

What are the system requirements for MetaTrader 4

The Client Terminal can operate using all Microsoft Windows operating systems from XP onwards. We recommend that you use the most recent version of Microsoft Windows when operating your MT 4 account. Furthermore, a processor that supports SSE instruction is required for operating as well.

How to add and remove an indicator on your chart

Maximum deal size

The maximum deal size may depend on the platform you are using. In general you may place any deal size as long as you have enough funds in your account to cover the margin requirement of the trade. If you cannot enter your deal on our website, please contact us using the free phone number listed on your region's website. In exceptional market conditions, maximum deal sizes may be amended.

How do I open an account?

What happens if I want to withdraw but my debit/credit card used for funding has expired?

Most card issuers will accept return payments to an expired card, as they will have records for the valid card that replaced it. The Company will attempt to return the withdrawal and will refer back to you if the Issuer refuses to accept the payment.

What do I do if my Credit/debit card has been stolen or my funding bank account has been closed?

In this instance we will require a bank letter from you confirming the account closure, or the cancellation of your account due to theft. We will then require a bank statement from you for the alternative account which you would like your funds returned to.

If I send funds into my account in a different currency what rate will they be converted at?

Should you send us funds in a different currency from your account base currency we will convert them at the spot rate from close of trading on the previous day reasonably determined by us. Please note that should this process be required your deposit will take longer to be credited to your trading account. We will not be liable to you for any exchange rate loss suffered by you as a result of any such conversion.

Why am I unable to access the online webinar?

How do I make a withdrawal from my account?

Please login to your account, you then need to visit the 'Your Account' section and click on 'Withdraw Funds'. You will then be asked to input the amount you would like to withdraw. Once you have submitted your request our withdrawals team will process your request.

Please note that we are unable to make payments to third parties. In order to guard against financial crime, we may ask you for further information/documentation before we process your withdrawal.

Why am I unable to login to my MT4 account on the downloaded platform?

There could be several reasons as to why you cannot login to your account. We would firstly ask that you ensure your login details are being input in the correct case using no symbols and secondly that you are attempting to login via the Live MT4 Server -mt4live01.etxcapital.com or mt4live02.etxcapital.com

How do I remove cards from my account so that I can add a new one?

Why has my position been closed unexpectedly?

A Stop or Limit that you have set on your position has been reached and executed. Your position has been closed due to a margin call. If your "Trade Funds Available" figure has slipped into the negative, add funds to your account or close your current position. Doing nothing will result in the Risk Department closing (or partially closing) your position. Alternatively, you may have been trading on a futures contract and its expiration date has been reached. You may call us before the contract's expiration to roll the contract over to the next expiration date.

Our charting packages

Our platform offers different display styles with a range of drawing tools. You can also add a variety of different studies and save your settings. Click the Chart icon on a market. Click the Charts tab and then click Type to choose your display style.

What time do the charts get reset?

The daily candles on the charts get reset automatically at midnight local market time. For example, the daily candles for the SP 500 - Daily Rolling chart will be from midnight to midnight (New York time). For daily price changes: Daily price changes are applied at midnight London time. All prices are based on the official close of the underlying market.

What is the purpose of limit orders?

An order to buy or sell a product when it hits a certain price. A limit order is placed when you want to make a trade at a different price than the current quote. Traders should keep in mind that limit orders can be filled at different levels to the one expected in situations of extreme volatility when the markets are not moving smoothly. Please note that, unless agreed, Stop Loss and Limit orders are not guaranteed.

What is Leverage?

Leverage offers large exposure for a much smaller amount, known as the 'margin requirement'. This means using ​borrowed capital to supplement an investment. The amount is the potential relationship between profit or loss, and your margin requirement. Leverage is the reason why losses can exceed your deposits. For that reason, a position with higher leverage could make or lose a large amount from a small initial cost. Increasing leverage increases risk.

What are your overnight financing charges?

• Equities, Indices, Commodities:
Total Position Size x 3.5% / 365 – Let’s take Barclays as an example.
Total Position size (exposure) - £10000 x 3.5% (Libor + 3) = £350 / 365 = 95p per day in Financing. Please note that for a weekend roll the charge is only applied once but the underlying market spread will be bigger as you are rolling a position for 3 days as opposed to just one.
FX:
The interest calculation is based on the currencies involved in the trade you have open. The ETX charge is based and calculated on the underlying exchange rate at 20:00 hrs, both are then applied to the size of position(s) you have running and overnight interest is either debited or credited as a ledger entry on your a/c on a daily basis on any open positions held.

The overnight funding is derived from the funding charges paid to maintain an open position in the underlying interbank foreign exchange markets often referred to as the Tom/next (tomorrow/next day borrowing, 'swap' or 'swap points') i.e. it is a tradeable market in swaps that moves with interest rate expectations and supply and demand in a similar way to the spot market moves although short dated swaps are traded at the front end of the curve and are very small spreads/”pips” usually to 5 and 6 decimal places
Also, please note that the underlying market swap rates change and are not fixed so charges may vary and will change when the factors that are used to derive them change, whereas the ETX charge is fixed at 0.0054 % and is competitive when compared to other market participants. Overnight Financing can be accrued or charged depending on the direction of the trade and the intrument that is being traded.

What time is displayed on the website?

Do I pay tax on my profit?

ETX Capital is unable to provide any tax advice/information. You are responsible for taxation liabilities, if any, in your country of residence. Please contact your local authority for more information.

Why have you removed my Promotion?

Your promotion may have expired or it may have been removed if you have withdrawn or transferred funds out of your trading account. For further information please refer to the promotion Terms and Conditions.

How do I cancel a Withdrawal?

How do I install MT4?

What does 'Price Validation Error' mean?

When our platform displays price validation error messages such as the price not existing any more, this is related to the internet speed on the device being used and/or there being high volatility in the market which you are trading. We would advise a minimum upload speed of 1Mb and a minimum download speed of 2Mb. Doing a web search should return a number of different websites where you can test your device speeds freely.

Should your upload and download speeds be considerably higher than our above recommendations please do inform us so that we can look into this further for you. If the speeds are lower than our recommendations we would advise that you try using a better internet connection whilst trading.

Why is my trading platform not loading?

If your trading platform is not working, please login using a different internet browser than the one you have been using. If that does not work, make sure that Privacy and Security settings of your preferred browser are set to either medium or low. If you still cannot log into the trading platform, restart your internet connection. If you have followed these steps and your trading platform still does not work, please call +44 (0) 20 7392 1494 and speak to one of our client support executives.

Your return if your option expires in-the-money

Put and call options

Put represents the down direction a price may take. If you think the price of an asset will fall by expiry, click Put.
Conversely, Call represents the up direction - If you think the price of the asset will rise by expiry time, click Call .

Saving our charts

How to find your minimum Stop Distance for a market

Click on relevant market directly or use Search bar
Click Trade to generate new deal ticket
Click Advanced and check the Stop checkbox
Use down arrow to decrease your stop level
If you cannot decrease your stop level any more, then you have reached the minimum Stop Distance

Trading funds available

Your available trading funds can be worked out using the following formula; your liquidation value minus the margin required for open trades. If the figure is positive, then that is the amount that you have available to trade. If negative, then that is the amount that you will need to deposit before having funds available to trade with again.

How do I open a demo account?

Why does it take longer to withdraw funds than to deposit them?

When you deposit funds the Company chooses to give you immediate credit in your trading account, even though the transfers through many payment systems take much longer to complete. When returning funds the Company will always endeavour to process client withdrawals within two business days, however in some cases this process can take longer. We are also unable to influence the speed at which the banking or credit card processing systems deliver the funds to your account(s). If the funds have not been received within seven working days please call Client Support and we will attempt to trace the payment(s) on your behalf. In order to guard against financial crime, we may also ask you for further information/documentation before we process your withdrawal, which can mean the process takes longer than usual.

Which mobile devices do you support?

You will need to use the mobile applications which we offer in order to access your account with us via mobile. You can download the applications from either the Apple App Store or the Google Play store.

Where are my funds returned to if I make a withdrawal?

To minimise the risk that our services are used to facilitate Money laundering the company can only return your funds to the same account or source that they were originally received from. The Company cannot pay to any person or persons other than you, the account holder(s).
The Company cannot issue cash or cheques for withdrawals.

What payment methods do you offer?

Why was my Order to Open filled at the wrong level?

Sometimes it is not possible for your stop or limit order to be transacted at the exact price you have specified. This may happen when the market moves very quickly or is very illiquid. In these cases, your order may be transacted at a level different to the one you have specified. The difference in levels is called 'slippage' and will be determined by us on a fair and reasonable basis. Unless agreed, please remember that Stop Loss orders are not guaranteed. For further information please view our Terms and Conditions.

Why do the rates continue to change before I make a decision?

Market fluctuations affect our automatic pricing engine which displays rates in real-time. Additionally, you have the option to cancel your trade if you did not receive the exact rate you wished to trade on.

Rate analysis is indicated by a blinking movement when the price fluctuates. The price turns green when moving up or red when moving down.To view your overall profit or loss on a position, look at the P/L column within the Open Positions tab corresponding to your relevant position.

What is the minimum account deposit?

Why has my position closed at a different level than my requested Stop or Limit?

Sometimes it is not possible for your stop or limit order to be transacted at the exact price you have specified. This may happen when the market moves very quickly or is very illiquid. In these cases, your order may be transacted at a level worse than the one you have specified. The difference in levels is called 'slippage' and will be determined by us on a fair and reasonable basis.

What is a dividend?

If you hold a long position on that market, you will be credited 100% of the dividend amount multiplied by your stake. - If you hold a short position on that market, you will be debited the dividend amount multiplied by your stake. The cash adjustments to your account take place to reflect the change in the price of the underlying market.

Will ETX Capital process withdrawals to Skrill/ Neteller/ or other e-wallets?

ETX Capital will repay the orignal amount deposited via e-wallet back to Skrill, Neteller or any other e-wallet available on its funding pages if, and only if, you used those sources to fund your account originally. In some instances we may be able to accommodate profit return to your e-wallet accounts, for further information please contact Client Support.

What is slippage?

The difference between the level of an order and the actual price at which it was executed. This can occur during periods of higher volatility such as economic announcements or market opening/end of the trading session.

Apple, iPad, iPhone and iPod touch, are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google, the Google logo, Google Play logo and the Google interface are trademarks or registered trademarks of Google, Inc.

Monecor (London) Ltd is a member firm of the London Stock Exchange. Authorised and regulated by the Financial Conduct Authority with Financial Services register number 124721. Please note: Binary Options are not a regulated product.

The information on this site is not directed at residents of the United States, Belgium, Canada, Singapore, or any particular country outside the UK and is not intended for distribution to, or use by, any person in any country or jurisdiction where such distribution or use would be contrary to local law or regulation.